unable to setup Home Hub Max after spontaneous reboot

[deeebee]

My Nest Hub Max, which has worked perfectly since 2019, decided that it would spontaneously reboot and require setting up again in the Home App. No problem, except that when I try and follow the setup in the App I am having a very unstable experience.

Sometimes I get no wifi networks showing up, sometimes I get the right network but then when I continue the app and the hub say they couldn't connect to the wifi.

I have done a bit of research and tried pretty much everything I can find to fix this. I have moved the hub so it is next to the router, I have factory reset it multiple times, I have tried the setup from my iPhone and iPad, I have rebooted my home google wifi multiple times, I have shut mobile data off on my phone etc etc. Nothing is working and the device was working fine prior to this and nothig has changed on my end as far as I am aware.

I see a few people have had similar issues just wondering if anyone has any other suggestions otherwise the hub max is bricked.

thanks!

[jenniffert]

Hi deeebee,

Thank you for reaching out to the community! I'm sorry to hear that your Nest Hub Max spontaneously reboots and requires setting up again through the Google Home app. But sometimes it is unable to show or connect to the WiFi network during the setup process. I'd be happy to help!

I also appreciate all the workarounds already performed. To continue investigating the inconvenience, I'd like to ask the following:

• Does the Nest Hub Max delete itself from the Google Home app?
• How frequently does the device unlink from the Google Home app?
• Where did you buy the Nest Hub Max?
• Can you describe the steps you followed when performing a factory reset on your Nest Hub Max?

Since you mentioned that during the setup process you got the message "Couldn't connect to the WiFi," I'd suggest the following steps:

• Try setting up the Nest Hub Max with a mobile hotspot to see if it is able to find or connect to it.
• Ensure that the “local network” option for the Google Home app is enabled. For iOS devices, go to Settings > Privacy > Local Network, and for devices with Android 11 or 12, go to Settings > Enable “Use network information” > Continue.
• Disable the VPN or proxy server from the network (if applicable).

Please keep me posted.

Best regards,

Jenniffer

[deeebee]

Hi Jennifer,

Thanks for responding to my enquiry, it's all a bit weird! To answer your points:

• Does the Nest Hub Max delete itself from the Google Home app?
• How frequently does the device unlink from the Google Home app?
• Where did you buy the Nest Hub Max?

Answers:

1. No, it just rebooted and said it needed to be setup again
2. don't remember if it disappeared from the app, but it had never happened before
3. from the google store in 2019

Can you describe the steps you followed when performing a factory reset on your Nest Hub Max?

rebooted my home network, switched off my phone and then held down the up/down volume buttons for 10 seconds until it said factory reset and the screen went blank. 

• Try setting up the Nest Hub Max with a mobile hotspot to see if it is able to find or connect to it.
• Ensure that the “local network” option for the Google Home app is enabled. For iOS devices, go to Settings > Privacy > Local Network, and for devices with Android 11 or 12, go to Settings > Enable “Use network information” > Continue.
• Disable the VPN or proxy server from the network (if applicable).

1. Can find it when setting up but same thing happens, just tries unsuccessfully to connect
2. Home app has appropriate access
3. no vpn or proxy server being used

Would love to get it working again if possible. Have tried pretty much every combination of suggestions from various posts but never gets past the setting up the wifi step.

Any other help would be great!

thanks!

[jenniffert]

Hi deeebee,

Thank you for following up!

I appreciate all the details you've provided and the efforts in trying to resolve this inconvenience. Since you already tried with a mobile hotspot and the Nest Hub isn't able to connect to the network. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted.

Best regards,

Jenniffer

[deeebee]

Hi Jennifer,

I have submitted the form as requested.

thanks!

[jenniffert]

Hi deeebee,

We got your form—thanks for filling it out. Our team will reach out to you via email to further assist you.

Let me know if you have more questions.

Best regards,

Jenniffer